Supervisor, Lab Service Engineering - Off Shift

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Position Overview

This role will be performed during nights and/or weekend hours. The Supervisor, Laboratory Service Engineer - Off Shift provides leadership support to the service engineering staff and will troubleshoot for equipment related escalated issues. This role is primarily responsible for overseeing service engineers during their scheduled shift and ensuring day to day activities in the laboratory sufficiently meet the laboratory's equipment needs.

The Supervisor, Laboratory Service Engineer is expected to spend approximately 10% of their time performing lab service maintenance and repairs in the lab.

Essential Duties

Include, but are not limited to, the following:

* Serve as the primary source of contact for service engineers, overseeing day to day service engineer functionality.

* Conduct routine check in meetings with each service engineer, as appropriate.

* Provide mentoring and technical guidance to service engineers.

* Ensure ample coverage for day-to-day workload needs; recommending approval or rejection of requested time off.

* Maintain oversight for quality of mechanical work performed and of appropriate documentation.

* Escalate any quality or performance concerns of engineers to management.

* Provide information and suggestions to the appropriate resource to improve company technical documentation or processes.

* Work closely with the technical service team to provide service requirements and potential operational improvements.

* Assist and coordinate training methodology and training documentation in conjunction with other engineer leads/leadership.

* Escalate service concerns, as appropriate.

* Support instrument and automation services leadership in the introduction and adoption of organizational initiatives.

* Provide feedback on the effectiveness of training for new employees, training methodology, and training documentation in conjunction with other engineer leads/leadership.

* Ensure that assigned support requests from cross-functional project teams or business units are being actively addressed.

* Ensure that any incoming support requests from outside of the normal channels are properly routed to ensure they are assigned and actively addressed.

* Commission new laboratory equipment such as centrifuges, liquid handling robots, and shakers.

* Perform instrument installations and qualifications per service policies.

* Track all service activities utilizing systems developed in accordance with service policies and procedures.

* Ensure all service documentation is complete, timely, and accurate following good documentation practices (GDP).

* Provide information and suggestions to the appropriate resources to improve company technical documentation and/or processes.

* Ensure appropriate hand off communication and work completion between shifts.

* Monitor and respond to incoming support requests by cross functional teams, or other communication that require lab service engineers.

* Promote customer satisfaction through problem solving, clear and effective communications, professional appearance, and efficient repair/maintenance activities.

* Manage schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.

* Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.

* Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.

* Ability to effectively prioritize and delegate tasks.

* Ability to communicate effectively with all levels of staff through both verbal and written communication.

* Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.

* Self-motivated and reliable, able to stay focused on a task and work independently.

* Strong attention to detail and focus on quality output.

* Strong interpersonal skills; ability to easily convey concepts and priorities, as well as ability to solicit feedback and inputs across all levels of the organization.

* Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

* Support and comply with the company's Quality Management System policies and procedures.

* Maintain regular and reliable attendance.

* Ability to act with an inclusion…